How to use ‘Madad’ – The new helpline portal for NRIs

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Indian citizens living in GCC nations – Oman, Bahrain, Kuwait, Qatar, Saudi Arabia, and the UAE – and Malaysia will now be able to file consular grievances online as the Indian government launched an e-portal to address such complaints promptly with a high degree of “accountability”.

The portal ‘Madad’ (Help) was launched by Indian External Affairs Minister Sushma Swaraj on Saturday, who said the grievance monitoring facility would enhance ‘accessibility’ for people and fix greater ‘accountability and responsibility’ on officials.

Among the chief characteristics of ‘Madad’ are to speed up forwarding and handling of complaints, improve tracking and redressal and escalate unresolved cases.

How to use the Madad Portal

1. Open the link to Madad portal, which is available as part of Passport Seva Online (www.passportindia.gov.in)

2. First time users need to create an account by entering name, phone, email and a password.

Madad Helpline Portal India Government

3. Your account should be verified by clicking on a link sent to your email id.

4. After confirming, you can log in using the username and password.

5. You can file your own complaint or on behalf of someone else.

Madad Helpline Portal India Government

6. The entire history of your grievance would be maintained online and you can check the status and updates by logging in later.

Types of complaints

  • Compensation
  • Court Case
  • Domestic Help
  • Imprisoned Abroad
  • Marital Dispute
  • Mortal Remains
  • Repatriation
  • Salaries / Dues
  • Whereabouts Unknown
  • Others

Colour Code System

The authorities would be assigned responsibility through a colour-coded dashboard that would change colour if the response in not given in a stipulated time.

The colour code system will follow red-amber-green pattern, ie, missions performing well in redressing grievances would be in ‘green’, while say those keeping inordinately pending cases would show as ‘red’.

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Maximum priority would be given to cases related to bringing back “mortal remains” of any national.

When the colour code changes, it will escalate the case to higher authorities and the entire history can later be accessed by the complainant in a summary or detailed format.

31 Comments

  1. sujith surendran on

    Sir my name sujith iam working in Saudi Arabia, thermo saudi company
    We are 26 employees sitting in accomadation
    8 mont salary pending and all Labour iqama expire.without food . Our family tomuch problem
    Company not take ani action
    We are complaint in indian embassy riyadh
    Sir please help us

    • NRICafe.com on

      Dear Sujith, Sorry to hear about you people. Only the Indian Embassy in Riyadh can take any action on this. We don’t have any direct contacts there. Please approach their labour complaints cell.

  2. UNNIKRISHNAN M on

    Excellent initiative under a very active & passonate Minister who is genuine in approach & keen to follow up cases brought to her Ministries notice… Hope the beurocracy will raise up to the task thereby trying to put in best efforts

  3. UNNIKRISHNAN M on

    ….contd..,to redress the problems of suffering NRIs. Please seek the help of NGOs in all these countries to expedite issues, allowing them to interact freely & confidently with respective Embassies, who definitely should take the initiative upon getting intimation from MADAD

  4. I am an NRI residing in Canada. My parents who are Senior Citizen have properties in our native land MAHE . My brother is also working abroad. Anti social elements interference in our property affairs, resulted in encroachment of our land with the help of the local Police. The local Police and anti social elements are physically as well as mentally harassing my aged parents. Can this be addressed in NRI cell as nobody is there to assist my parents.

    • NRICafe.com on

      Hi Rajesh, Madad portal is for acting on consular issues and problems faced abroad. This is a civil / criminal case inside India. So we don’t think Madad can help. Better to approach officials in your locality.

  5. Naseem ahamad on

    Sir mai saudi Arab me fasa huwa Hu please hamko yaha se nikaliye mbc helf nahi kar raha hai mera kappil subhan 7 baje se raat ko2 baje tak kam karata tha aor marta tha mai waha bhag gaya damam me hu mera passport no g9321121 acama n0 2339940583 mo no 0581423411

  6. Ansari
    Sir iam in saudi arab
    Plees halp sir
    No pasport no mani no wark NO ROOM
    plees halp sir
    Im go india bat no psport no mani
    Pless halp
    My nambar 00966598553580

  7. My name heasan my kapil not give salary job food nothing 6 months completed but no akama me go Indian embassy dammam my complaints no; 1543 no response aka a also not give passport not give taken me go India how akama also not give tourcher full hai pls help me 0534251938

  8. Sir me Saudi Arabia fas gaya hu na to pesa na room Kapil paresaan karta maarta hai me house drive me aya tha mujse company karata hai plz help passport no k6256834 iqama no 2414148912

  9. My name is Ahmed iam a electrical engineer i have one year contract completed so i dont have iqama and four months salary due so i want to go india emergency exit so pls help me sir what i do…these is my mail id shaikahmed727@gmail.com pls send it any information…

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